Knowledge Base

Lengthier agent response times,

Started by: sloz
On: 02/09/2018 | 15:21
Replies: 13

by: ujo55
on: 02/09/2018 | 23:48
Isn't an added complication to this, for those who use vouchers to purchase the £25 goodybag and cannot purchase a £25 voucher, meaning that they must first top up with a £15 and £10 voucher then purchase the GB, and finding they have less than £25 credit.
I do understand that O2 offer a £25 voucher, but not every member appropriates that this can be used, and the problem seems to crop up frequently in H&S.
Message 11 of 14
by: harrrrrry
on: 03/09/2018 | 08:55



vouchers to purchase the £25 goodybag

I already raised this with @antonlg who is looking into it.


£25 giffgaff vouchers may come, but for the moment I suggest we try to get the message across that £25 o2 vouchers are available and will work on giffgaff.


But having a £25 voucher will not in itself solve the missing pennies problem if members continue converting the vouchers to a topup first. So at the same time we should promote not just that £25 o2 vouchers can be used, but that they should go to to buy the goodybag direct from the voucher (making sure they don't choose the recurring goodybag option) or use 43430 option 2 not option 1.



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Message 12 of 14
by: jaymailsays
on: 03/09/2018 | 10:34

@ujo55 Expanding the range of add-credit vouchers is a red herring in relation to Agent response times.


giffgaff is a victim of of their own success. Ever increasing membership equals ever more penny glitches that only an agent can refund but yet are powerless to cure.


If each month your Bank had a penny glitch sending you into overdraft mode, how long before you changed Banks?


So is it laziness or the ongoing software incompetence? Why not directly address the glitch, and save the hundreds if not thousands of Agent work hours that are used in resolving member's balance deficits.





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Message 13 of 14
by: sloz
on: 03/09/2018 | 11:30
Thanks for all the replies, all valid and relevant observations,
It'll be interesting to discover in which agent categories has seen the biggest increase in customers queries

Yes as the customer database increases, there's going to be a gradual increase in response times,
But the delays in agent responses over the last 4 to 6 weeks seem over and above what is expected

Here's a thread from a customer waiting 27 hours and counting who's topped up £25 and lost 5p

Advising that they can buy £25 o2 vouchers and can buy a goodybag direct with a voucher will go some way to reduce the agent work load

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Message 14 of 14